Lead Training Specialist for Customer Support

2 weeks ago

Little Ferry, New Jersey, United States Dice Full time
Position Overview:

Dice is the premier career destination for technology professionals at every phase of their careers. Our partner, Thermo Fisher Scientific, is in search of a new team member. This role can be performed remotely across the United States.


Role Summary:

The IES Global Training team is eager to welcome a dynamic and innovative individual. The Senior Customer Service Training Coordinator will be responsible for the design, execution, and facilitation of non-technical training initiatives for a worldwide service organization comprising over 3000 employees.

This individual will leverage their advanced facilitation expertise and creative methodologies to enhance the effectiveness of our training programs.

Collaboration with functional leaders, project teams, and service managers will be essential to positively influence the organization and ensure an exceptional experience for our clients.


Key Responsibilities:
  • Lead the creation and implementation of interpersonal skills training programs tailored for customer-facing personnel.
  • Engage with the corporate Customer Experience team to integrate standardized content while also developing customized training solutions for divisional needs.
  • Identify, train, and certify subject matter experts to act as facilitators for training sessions.
  • Represent the training function in project teams, providing guidance and support to the Project Management Office regarding training requirements, design alternatives, content development, implementation strategies, and monitoring training program uptake.
  • Utilize the Learning Management System (LMS) for the administration of all training initiatives, offering LMS support to colleagues and program leaders.
  • Monitor attendance, assess training program effectiveness, and ensure course content is regularly updated.
  • Collaborate with Instrument Training and Digital Training Development teams to ensure adherence to sound instructional design principles.
  • Act as a liaison for onboarding new hires, ensuring all necessary non-technical training and certifications are communicated, initiated, and completed.
  • Work alongside the HR department on Learning and Development strategies and objectives.
  • Research industry trends, concepts, and techniques to deliver high-quality learning experiences to diverse audiences.
  • Establish a network of training and development advocates across all regions to promote fully leveraged training programs and resources.

Minimum Qualifications:
  • Bachelor's degree in Organizational Development, Industrial/Organizational Psychology, Communication, or a related field is preferred.
  • 5+ years of direct experience in learning and development; global experience is highly preferred.
  • Prior experience in a field service delivery organization is advantageous.
  • Consultative approach with a high level of confidence in delivering effective coaching and development feedback for managers and team members.
  • Exceptional presentation and communication skills, both written and verbal.
  • A demonstrated commitment to service excellence, customer service orientation, and strong interpersonal abilities.
  • Experience in independently developing, delivering, and leading training programs.
  • Familiarity with eLearning development tools, including Articulate 360, Camtasia, and Brainshark.
  • Experience with LMS platforms, preferably SuccessFactors or Docebo.
  • Proficient in the Microsoft Office Suite, including Word, Excel, Access, PowerPoint, and Microsoft Project.
  • Willingness to travel up to 30% as needed.

Competencies:
  • Well-developed facilitation skills.
  • Strong understanding of Instructional Design models and Adult Learning principles.
  • Excellent planning and organizational capabilities.
  • Analytical skills for interpretation and problem-solving.
  • Continuous improvement mindset with a strong process orientation.
  • Exemplify Thermo Fisher Scientific values: Integrity, Intensity, Innovation, and Involvement.
  • Self-motivated with a high level of enthusiasm and strong interpersonal skills.
  • A unique ability to inspire and motivate others.

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